Opening Hours

Mon - Fri
10am - 5.30pm

Sat
10am - 4pm

Sun
Closed

Standard Terms and Conditions

The terms and conditions set out below apply to all orders placed with Best Beds Direct Ltd including those placed through the BestBedsDirect.co.uk website, the online chat facility, and/or over the telephone. You are responsible for reviewing the terms and conditions prior to placing an order with Best Beds Direct Ltd. If you have any questions about the terms and conditions, please contact our team. If you do not intend to comply with these terms and conditions, you should not use or access our services and/or place orders with us. These terms and conditions do not affect your statutory rights.
  1. General
  2. Definitions
  3. Price and Payment for Products
  4. Acceptance of Order
  5. Availability of Products
  6. Delivery of Products and Acceptance of Products
  7. Collection of Your Old Bed / Mattress
  8. Cancellations and Returns
  9. Credits and Exchanges
  10. Guarantee, Warranty and Liability
  11. Accuracy of Information

1. General

1.1     By accessing and using Best Beds Direct Ltd including the BestBedsDirect.co.uk website and our online chat and telephone services, and/or by placing orders with us, you accept and agree to be legally bound by the terms and conditions and provision of this agreement. In addition, when using these particular services, you shall be subject to any posted guidelines or rules applicable to such services. Any participation in this service will constitute acceptance of this agreement. If you do not agree to abide by the terms and conditions, please do not use this service.

1.2     You agree not to change the terms and conditions from those presented to you by Best Beds Direct Ltd.

1.3     All other terms and conditions including any terms and conditions submitted in any order you place with Best Beds Direct Ltd are entirely excluded and will have no effect.

1.4     We will not be liable for any delay or failure to perform any of our obligations if the delay or failure results from factors beyond our control, including but not limited to: strikes, lockouts, failure of machinery, stock availability, shortage or unavailability of raw materials or labour, acts of nature, accidents, fire, war, reduction or unavailability of power at Our premises or the premises of the agent for delivery and/or suppliers and/or manufacturers.

2. Definitions

2.1     "Conditions" means the terms and conditions set out in this contract and any special terms and conditions agreed by the Seller in writing.

2.2     "Seller/We/Us/Our" means Best Beds Direct Ltd including the BestBedsDirect.co.uk website.

2.3     "Buyer/You/Your" means the person who purchases or agrees to purchase the Product or Products from the Seller.

2.4     "Consumer" bears the meaning ascribed in Section 12 of the Unfair Contract Terms Act 1977.

2.5     "Product" or "Products" means the items or goods specified.

2.6     "Price" means the price of the Products including VAT and packaging. Price includes carriage where free delivery is stated on the Product page. Price does not include add-on carriage options including, but not limited to, the collect and recycle carriage service.

2.7     "Delivery date" means the date on which the Products are to be delivered, as specified by the Seller.

3. Price and Payment for Products

3.1     All Prices quoted are in GBP pounds sterling including VAT at current rates, packaging and the cost of delivery. The collection and recycling of your existing bed / mattress is an optional add-on service and will incur an additional cost which will be shown on the order confirmation email we send to you once your order is placed. Please refer to sections 6.0 of these terms and conditions for more detail on the terms and conditions of the delivery, collection and recycling services.

3.2     In the rare event of a Price error occurring on BestBedsDirect.co.uk website including the online chat facility, or a written or verbal quotation (including correspondence by email, letter, fax and/or telephone), all incomplete orders will be void.

3.3     We reserve the right to increase the Price payable for the Products ordered in the event of any increase in the cost of the Products to Us, or in the event of any increase in taxes, duties or variations in exchange rates. We will provide You with written notification of any Price increase. You will have the right to cancel Your order and receive a refund of any sums You have paid.

3.4     If notice of Price increase is given by the Seller, the Buyer shall have the right to cancel the order and receive back any sums they have paid. The Seller must receive written notice of cancellation from the Buyer within seven days of delivery of the notice of Price increase to the Buyer.

3.5     We accept payments from most debit or credit cards. We will only accept payments from UK registered accounts. We do not store Your debit or credit card details and we will not share Your debit or credit card details with any third parties. However, We will share Your contact details (Your name, Your delivery address, Your email address and Your telephone number) with our agents for delivery to enable them to provide You with updates on your delivery. Please refer to sections 6.0 of these terms and conditions for more detail on the terms and conditions of the delivery service.

3.6     We use Sage Pay, which is a secure payment method.

3.7     The billing information You provide at the time of placing your order with Us must match the billing information held by the bank that issued the card You are paying with. The Buyer is responsible for providing Us with the correct information. We accept no responsibility for Your failure to provide Us with correct billing information or if your order is delayed due to your failure to provide correct and substantiated billing information. We reserve the right to delay or cancel Your order if you fail to provide us with the correct information.

3.8     We will debit the total Price payable for all Products ordered from the UK registered account provided at the time the order is placed with Us.

3.9     We will process Your order once the payment has been authorised. We reserve the right to delay or cancel Your order if the payment is not authorised.

3.10     Payment for all Products must be made in full at the time your order is placed. We reserve ownership of the Products sold until payment has been received and cleared in full. We reserve the right to repossess the Products if payment is not fully received and cleared.

4. Acceptance of Order

4.1     Our receipt of Your order via the BestBedsDirect.co.uk website (including online chat facility) and/or over the telephone or via email does not constitute acceptance of Your order. We reserve the right to refuse your order for any reason.

4.2     When You have placed your order with Us, We will send an automatic confirmation email to the email address You provided to us at the time of placing your order with Us. The confirmation email will provide a summary of the Products you have ordered, the Price of those products, and the delivery address specified by You at the time of placing Your order. The confirmation email does not constitute an acceptance of Your order and We will not accept Your order until Your payment has been fully received and cleared.

4.3     You are responsible for ensuring the email address provided to Us at the time of placing Your order is correct. We accept no responsibility for You failing to provide Us with the correct email address. You are also responsible for checking the confirmation email as soon as possible and for notifying us of any problems with the order by telephone. We accept no responsibility for You failing to check the confirmation email and/or failing to notify us of any problems with Your order promptly.

4.4     You are responsible for ensuring that any order submitted by You to Us is accurate and for confirming accuracy where requested to do so for any orders placed over email, the online chat facility and/or the telephone. This includes but is not limited to the Products ordered, the volume of Products ordered, your billing information, your delivery address and your contact details, to enable us to complete your order and to deliver the Products to the delivery address specified by You when Your order was placed.

4.5     All orders and Products are subject to stock availability. If any Product ordered by You is not in stock, We will inform you when the Product becomes available. If we do not supply a Product to you for any reason we will inform you of the reasons why and will not charge you for that Product or will refund any payment already made by You for that Product. We will not accept any responsibility for any financial or other loss incurred by You relating to interest payments, loss of earnings or similar gains you would have received on monies paid to us in lieu of any unfulfilled order.

4.6     You must provide Us with your order number when you contact us in writing or by email and/or over the online chat facility or telephone.

5. Availability of Products

5.1     All Products and services are subject to availability. We reserve the right to withdraw Products and services at any time and for any reason.

5.2     In the rare event that We are unable to supply one or more Products to You, the Price of those Products will be refunded to You in full.

5.3     Any Products that are not in stock have a lead time which is an estimated time only. The estimated time is supplied to us by the manufacturer or supplier of the Products and whilst they aim to supply us with those Products within the estimated time this is not guaranteed. We will notify you as soon as possible, if we are informed of any delays to any of the Products you have ordered.

6. Delivery of Products and Acceptance of Products

6.1     Products will be delivered by Us or our agent for delivery to the address provided by you when your order was placed. Where Your order contains more than one Product, delivery will take place when all Products are available to be delivered at the same time. On occasions some products will be delivered separately and possibly by a different courier.

6.2     You are responsible for ensuring that you provide us with the correct and accurate delivery address. We will accept no responsibility for any failure by You to provide Us or our agent for delivery with the correct and accurate delivery address.

6.3     Best Beds Direct Ltd and our agent for delivery will take all reasonable steps to fulfil the agreed date for delivery. Best Beds Direct Ltd will not be liable for any delay in delivery howsoever caused. Including delivery companies missing allocated delivery windows.

6.4     You are responsible for ensuring you are present at the delivery address to receive the Products on the date of the delivery agreed with Us or our agent for delivery. If you are not present to receive the delivery on the date agreed with Us or our agent for delivery, We reserve the right to charge you the equivalent delivery cost, plus associated administration and storage costs and the cost of redelivering the Products to You at a later date or returning to our own, courier or manufacturers facility.

6.5     We or our agent for delivery will deliver and place the Products in Your room of choice where specified on product page or delivery information page. You are responsible for checking the dimensions of the Products prior to placing an order with Us. You are also responsible for ensuring there is unrestricted access to the room of choice prior to the arrival of Us or our agent for delivery. If access to the room of choice is restricted, we reserve the right to leave the Products at the doorstep of your delivery address and you will be responsible for moving the Products to your room of choice. Room of choices includes up to 3 floors inside your property. The delivery agent can delivery to flats/apartments. Again, this is up to 3 floors. If more floors are required, then a fee of £12 per floor will be incurred. Where delivery to flats/apartments is required, but You are unwilling to pay the additional charge, the order will be left on the 3rd floor or on the ground floor.

6.6     It is Your responsibility upon delivery to check that the Products which have been delivered to you are correct and in good condition. You are responsible for checking the Products thoroughly within their original, sealed packaging for damage or manufacturer defects where possible. You must instruct the carrier not to remove any packaging until your checks are complete such that you will be accepting the Products. If your Products are damaged or defected, please sign for them as "Damaged" and refuse delivery and contact us immediately to confirm the same. In the rare event that any of the Products have arrived with damage or manufacturer's defects or missing parts, You must inform Us within 24 hours of delivery and photographic evidence must be included. It is your responsibility to open any product packaging with care, and to keep any packaging intact. In the event that an item needs to be returned to us, it can only be done so if re-packaged in the original packaging. This is so that the item is transit worthy by any carrier. The carrier has the right to refuse any collection where items have not been sealed and packaged to a satisfactory standard. If a collection is refused, you will be liable for further costs including failed collection and reorganising further collections. Items returned to us or our manufacturer will be inspected and any further damages incurred in transit or due to poorly packaged items will be your responsibility. We will not provide any refund where the product has been used.

6.7     If you sign for a Product and you later notify us of damage or manufacturer defects, or that the Product is not correct, you will not be entitled to an exchange or refund.

6.8     In the rare event that a Product has arrived damaged or with manufacturer's defects, we will replace the damaged or defected Products on the condition that Products are unused and repackaged within their original packaging in good condition as highlighted about in 6.6 and when You follow all of our terms and conditions that apply. We will not provide any refund where the product is returned not in its original packaging or where the Product has been used.

6.9     You are responsible for notifying Us of if any part of your order is missing, within 24 hours of delivery. We need to alert our carrier and/or manufacturer within 24 hours. All claims will be void after this period. If any part of your order is missing and you notify us within 24 hours of delivery, we will arrange delivery of the missing parts as soon as possible at no extra charge. We will accept no responsibility if you fail to notify us of any missing parts within 24 hours of delivery.

6.10     All delivery dates and times are provided in good faith, and will depend on the availability of the Products and the manufacturers. By placing an order with us, you understand and accept that all deliveries are subject to matters beyond Our and the agent for delivery's control, including but not limited to: delays by manufacturers and suppliers, strikes, lockouts, traffic congestion or road blocks, and acts of nature. 

6.11     All delivery times are subject to availability of the Products ordered and receipt of Your full and cleared payment for those Products.

6.12     Delivery of Products will be made to UK mainland addresses only. All deliveries must be signed for. We and our agent for delivery reserve the right to request sight of photographic ID at the time of signature. If your specified delivery address is a business address, in placing your order with Us you agree that anyone present at your business address has your authority to accept the Products on your behalf.

6.13     We accept no responsibility for Products once they have been delivered to, and signed for at, the specified delivery address.

6.14     Delivery of Products is free of charge within mainland GB, excluding the following postcodes for which additional surcharges apply FK, G, ML, EH, TD, DG, KA DD, KY, IV, PA, AB.

6.15     Our cut off time for same day dispatch where available is 9.30am, Monday to Friday. This is subject to items being in stock, collected by the carrier at our supplier's location and is by no means guaranteed. Next day delivery for our SleepSoul products is offered on a guaranteed service if ordered before 1pm. Delivery is Monday to Friday. So something ordered on Friday will be delivered the following Monday. The delivery company are currently running at 97% for this service.

6.16     If you cancel your order after it has been dispatched from our manufacturer, transport charges will be incurred and will also be liable for a returns charge of up to £105 per consignment, plus regional surcharges is applicable. We will deduct these charges from any refund due. If the delivery and returns charges exceed the refund due, you will be responsible for paying the difference to Us prior to Our collection of the Products. We reserve the right to delay the collection of your Products until the difference is paid to us in full and the payment is cleared.

6.17     We use a carrier service for all deliveries. The carrier aims to deliver on your agreed delivery date. In the rare event that the carrier is unable to deliver your Products on the agreed delivery date, We or our agent for delivery will notify you and will do our best to get your Products to you as soon as possible.

6.18     All of the Products are delivered by a two man delivery company, some items will be delivered by 1 man. This will be made clear at the point of ordering.

6.19     Our two man delivery service will collect your existing bed / mattress if you have paid for this service. We and our carrier reserve the right to refuse to collect and remove your existing bed / mattress if they have not been disassembled prior to their arrival to deliver your Products or in a soiled state. The price of this service is £39.99 and you will have selected this option at the point of placing your order with Us where available. If you have not selected and paid for this service as part of your order, our carrier reserves the right to refuse to collect and remove your existing bed / mattress. Please see our delivery page for more information.

6.20     We and our agent for delivery are unable to deliver to KW15-17, PH4244, or anywhere offshore including Northern Ireland, Republic of Ireland, Scottish Islands, the Chanel Islands or Isle of Man. We reserve the right to recover all costs for any orders processed to these areas.

6.21     We do not deliver on UK public holidays.

6.22     We and or agent for delivery do not assemble Products unless this is stated on the order. Please contact us prior to placing your order if you would like details on the assembly service or what level of service is agreed for your order.

7. Collection of Your Old Bed / Mattress

7.1     This service is available to all areas of delivery, on applicable products. Please contact us for further information.

7.2     We and our agent for delivery reserve the right to refuse the collection of your bed / mattress. Your old bed / mattress will only be collected if they are ready for collection, require no disassembly or dismantling and are of a similar type / size to the new Products being delivered. They will not collect items left outside, are soiled, stained or represent a health hazard. Equally, collection will be refused if the size of the item being collected cannot not be navigated safely through the property (through door, stairs for example). Items will be refused at the sole discretion of the carrier. The carrier will go no higher than 3 floors inside your property, this includes flats/apartments. If you require the delivery agent to enter more than 3 floors, this will incur a fee of £12 per additional floor accessed.

8. Cancellations and Returns

8.1     Under the Consumer Rights Act 2015 You have the right to cancel Your order. Your cancellation rights begin once Your order has been placed and these rights expire 14 working days following the day of receipt of your order, as long as the Products are unused and are still within their original, sealed packaging. Products must be returned in the original, sealed packaging.

8.2     All cancellations and returns will be charged an administration fee equivalent to 5% of the total order value plus a returns delivery fee which ranges from £30 to £105 plus regional restriction (Scottish Highlands for example)

8.3     If You are dissatisfied with your purchase you must notify Us of your wish to return some or all of the Products from Your order, within 14 days of delivery, by emailing us at this address: info@bestbedsdirect.co.uk. We must receive your written notification to cancel within 14 days of delivery, in order to accept Products for return. The Products must be returned to Us as soon as possible and within 5 working days of the date of the written notification to cancel. You can either arrange to return the Products to Us at your own cost or you may ask us to collect the Products; the costs to recover the Products from You will be deducted from the amount refunded to you. Please note that not all Products can be returned or refunded. Please refer to section 8.4 below which details the Products which are non-returnable and non-refundable.

8.4     The following Products are non-returnable and non-refundable and cannot be cancelled after the order has gone into production: any Products which have been opened and/or slept on; vacuum packed; divan beds / sets; made to order Products (including but not limited to divan bases, headboards, mattresses and some bed frames); custom orders for Products manufactured to Your specifications (including made to measure and/or non-standard sizes). The Consumer Rights Act 2015 states that Products made to the consumer's own specifications are excluded from the cancellation right, this includes Divans, Headboards, most mattresses and made to order bed frames. Opened mattresses cannot be returned for reasons of Health and Hygiene. This does not affect the consumer's rights to redress under the Sale of Goods Act if the Products do not conform to the contract. Please refer to sections 6.6, 6.7, 6.8 of these terms and conditions for more information in the event that one or more of the Products arrive damaged, defected or are incorrect. We adhere to the Consumer Protection (Distance Selling) Regulations 2000 No. 2334.

8.5     In circumstances where You want to cancel Your order after the Products have been dispatched, You are responsible for ensuring that reasonable care is taken of the Products and that they are returned to Us unused, unopened and in an ‘as new' condition in their original, sealed packaging and with all instructions included.

8.6     Once we have received your notice to cancel and/or have received and processed the Products from You, We will provide You with a full refund of the Products returned to us, excluding delivery costs, once we have received and processed the Products so long as they are returned unused, undamaged and in the original, sealed packaging. Any Products which are not in their original, sealed packaging at the time of collection will not be collected and You will be charge from £30 to £105 plus regional premiums to cover the cost of the failed collection. We will not provide any refund if the Products we receive back from You are no longer in an ‘as new' condition and/or are not in their original, sealed packaging.

8.7     If the Products have left the supplier or manufacturer's premises, or the premises of our carrier, You will be responsible for all transport, storage and administration costs incurred and it is Your responsibility to return the Products using suitable transport. If You refuse delivery at the door or fail to book in a delivery You will be liable for a return delivery charge of £30 to £105 (plus regional delivery surcharges) plus VAT and any other associated administrative and/or storage costs.

8.8     We cannot authorise refunds or exchanges on any Products (including beds, mattresses and headboards) which have been opened, are unsealed, are not in their original sealed packaging and/or have been slept on.

8.9     Mattresses which have been opened and/or slept on cannot be returned. If you want to test a mattress, please keep it wrapped in its original, sealed packaging until you are sure you want to keep it.

8.10     Products ordered on or paid for with Interest Free Credit can only be cancelled within 14 days of placing the order and they are not eligible for cash refunds. However, we will raise a credit for the appropriate value (excluding any original delivery costs) for use on the BestBedsDirect.co.uk website.

8.11     We will accept no responsibility for any Products ordered incorrectly or in the wrong size.

8.12     No refunds will be provided for inadequate access (ie your front door) or for the Products not fitting in Your room of choice. Therefore, you must ensure you check the size and specifications of your access routes (including door entrance, hallways, stairs or lifts) and room of choice prior to placing an order with Us.

8.13     All returns and mail must be sent to the following address: email info@bestbedsdirect.co.uk

8.14     Refunds for Products which qualify for a refund will be issued within 30 days of Us receiving the Products and after we have inspected them for damage. We reserve the right to withhold all or part of your refund if the Products are returned damaged and/or are not in their original, sealed packaging.

9. Credits and Exchanges

9.1     Where possible, We will liaise with the manufacturer or supplier to ask if an exchange is possible. Please note that any decision to exchange is at the sole discretion of the manufacturer or supplier and we have no capacity to overrule their decision.

9.2     Any exchanges agreed will incur additional costs to cover associated administration and delivery costs.

10. Guarantee, Warranty and Liability

10.1     All Products are sold with a standard 12 month guarantee and a manufacturer's warranty of at least 12 months unless otherwise stipulated. Full warranty details are available with your Product or on request via info@bestbedsdirect.co.uk.

10.2     Bespoke/made to order/non-standard Products will carry a reduced warranty term period.

10.3     Certain Products may also offer additional manufacturer guarantees. The detail of these guarantees will be included with the product.

10.4     These terms and conditions will not reduce your statutory rights relating to faulty or mis-described Products.

10.5     In the unlikely event that you need to make a warranty claim, You must contact Us in the first instance and provide us with the order number, proof of purchase and photographic evidence of the fault. Without this information we cannot guarantee that we will be able to trace your order details and we would not be able to verify your claim. When we receive the required information from You, we will forward this information to the manufacturer who can authorise action for the warranty claim. Any claims made may be subject to transport charges.

10.6     If the Product you have purchased develops a fault and we cannot assess the damage from a photograph, we may need to instruct an independent company to inspect the product. The charge to You is £36 for the inspection. If the product is found to be faulty, the inspection deposit would be refunded to You. If no manufacturing fault is identified, You will be responsible for the costs of replacement and return shipping.

10.7     We will not be liable for any transit damage that may occur on any Product you have returned for replacement. You are responsible for ensuring that you have used sufficient packaging to protect your Product and insure the Product against damage before returning any Product for replacement.

10.8     The warranty does not cover accidental damage, modifications to, failure(s) not due to manufacturing defects, when any warranty void sticker has been tampered with. IF the Product is deemed to have been tampered with in any way your warranty will be made void and you will be responsible for the costs of replacement and returns or collection.

10.9     The warranty also does not cover any failure to comply with the original manufacturer's conditions of intended use and any accessories supplied. Examples of this are and not limited to; not turning and/or rotating a mattress, using an electric blanket on a memory foam based mattress. We cannot be held responsible for any costs arising from unauthorised repairs to Products during the warranty period. Warranty work can only be carried out by Us, the Product manufacturer or their authorised service agents. Any unauthorised repairs or repair attempts will void the warranty.

10.10     We will accept liability for defective Products only to the extent that we are entitled to make a claim under the manufacturer's warranty and obtain from the manufacturer a refund, credit, repair or replacement of the defective goods.

10.11     Except in circumstances where the Buyer acts as a Consumer all other warranties, conditions and terms relating to fitness for purpose, satisfactory quality or conditions of the products whether implied by statute or common laws or otherwise are excluded to the fullest extent of the law.

11. Accuracy of Information

11.1     BestBedsDirect.co.uk including its components and images are for informational purposes only, are supplied in good faith and are subject to change without notice. The information on BestBedsDirect.co.uk should not be relied on and does not constitute any form of advice or recommendation. We have taken care to provide descriptions and specifications of Products as provided by the manufacturers and have endeavoured to display the Products and colours as accurately as possible. We have provided specifications and sizes of Products in accordance with information provided to Us by the manufacturers of the Products. You are responsible for checking the specifications and sizes of any Products you wish to order. We cannot be held responsible for You ordering the incorrect size or specification, or failing to check the dimensions before placing Your order. We cannot guarantee that Your monitor display will accurately reflect the colour of the Products on delivery. By placing an order with us, you agree and accept that there may be slight variances in the size, specifications, colour, finish, shade and/or grain of the Products ordered. If you are in any doubt, please contact us to discuss the Product in more detail prior to placing an order with Us.

11.2     All Products offered are subject to availability.

11.3     We will accept no responsibility or liability for any errors or omissions in the information provided about Products, either in writing or verbally or as stated on BestBedsDirect.co.uk including the online chat facility.

11.4     We reserve the right to change the information, specifications, prices, services and Products offered on and throughout this website without notice.

11.5     We reserve the right to alter specifications as advised by the manufacturers.

11.6     We reserve the right to withdraw an offer and/or cancel all confirmed orders that are subject to genuine website error or inaccuracy immediately.

11.7     We reserve the right to withdraw or cancel an order in the event that any Products are displayed with an inaccurate price.

11.8     We will accept no responsibility or liability for any errors or omissions in any catalogues, sales literature, price lists, dispatch notes, invoices or other documentation.

11.9     We will rectify any errors or inaccuracies that have been made in the description of our Products as soon as possible.

11.10     Unless otherwise stated, mattresses are not supplied with a bed / divan base / set or headboard. Beds / divan bases / sets and headboards are for illustrative purposes only.

11.11     Beds / divan bases / sets are not supplied with a headboard. Headboards are for illustrative purposes only.

11.12     In the event that a wooden or metal bed frame is purchased, the seller is not responsible for replacing damaged parts if the bed frame has been improperly constructed or improperly used. Any metal or wooden bed frame that is being used on laminate or wooden flooring must have anti slip pads under the centre legs and they must be straight or the bed will collapse. Also the bed once assembled is not to be dragged with the mattress on it, as this will cause excess pressure on the central support causing the bed to collapse.